Telephonic communications – Special services – Call diversion
Reexamination Certificate
2000-05-24
2001-10-30
Matar, Ahmad (Department: 2642)
Telephonic communications
Special services
Call diversion
C379S211020, C379S207020, C709S200000
Reexamination Certificate
active
06310947
ABSTRACT:
TECHNICAL FIELD
The present invention is related generally to voice mail and call processing systems. More particularly, the invention is directed to integration of voice mail and call processing systems with computer based applications such as an electronic calendar.
BACKGROUND
In a typical office environment, local area network (LAN) based applications, such as scheduling and time management calendar packages, are commonly used. These applications are generally personal computer (PC) or LAN work station executable packages, and can provide a user such features as presenting an electronic representation of a calendar, schedule, or the like. Moreover, the user may be allowed to alter the information presented, such as schedule certain events, just as she/he would on a hard copy, or paper, version of the representation.
The benefit of these LAN based applications is that their information may be shared, such as where multiple users share their individual calendars. As a result, users can determine if others are available at certain times, they can schedule meetings with other people, they can make appointments on another user's calendar, or the like. Such systems present an efficient method of interacting with a work group and, thus, are used quite often in the office setting.
Likewise, communication systems, such as voice mail systems and automatic call routing systems, are commonly used in office environments. Generally, voice mail systems allow callers to leave a message if the call is not answered by a user or if the user's line is busy. Such systems typically provide for user or administrator definition of a limited number of features. For example, a user can typically direct the voice mail system to present a custom greeting message.
Likewise, an administrator or user can typically direct the automatic call routing system to route calls to a voice mail system when it detects a user on the phone to which a call is initially directed. Additionally, a user might be allowed to direct the automatic call routing system to forward incoming calls initially intended for the user's regular telephone number to another number.
Although providing limited user configurability, as described above, the communication systems in common use today provide very little user control other than modification of some basic user parameters such as to customize the interface that is presented to callers, the order of phone numbers to which to direct calls, etc. Furthermore, as these systems are often discrete systems, customization of such parameters often requires duplicative efforts on the part of the user in addition to requiring knowledge of the operation and programming of distinct system.
Information provided by a user in the aforementioned PC or LAN applications might also be relevant to the communication system. However, since these applications and the telephony systems do not provide an acceptable form of interface, the user must provide the pertinent information to both the computer application as well as the communication system.
Clearly these systems, although commonly used, could be much more efficient if linked together. Therefore, a need exists in the art for the linking, or interfacing, of communication and information processing systems so as to more efficiently utilize relevant information therebetween.
Additionally, a need exists in the art for a system and method which provides real-time interaction between information systems and communication systems so as to enable single entry input of information with respect to both such systems.
A further need in the art exists for the interface between such disparate systems to moderate intercommunication so as to provide interfacing without the need for significant modification of existing general purpose systems.
SUMMARY OF THE INVENTION
These and other objects, features and technical advantages are achieved by a system and method in which a communication system, such as a voice mail and/or automatic call routing system (a one number call system), takes advantage of the fact that computer applications having information relevant to call handling services stored therein, such as calendar programs, exist. Accordingly, the present invention looks at, in real-time on a call-by-call basis, information available within such applications. For example, a preferred embodiment the present invention determines the availability of individuals for taking calls through reference to electronic calendar information. As such, call handling determinations may be accurately made without ever necessarily presenting that call to the user's telephone.
For instance, if a user is scheduled in a meeting, as indicated on their electronic calendar, there is typically no reason for the automatic call routing system to attempt to call to this individual's office. The automatic call routing system could instead respond to the caller by presenting a message such as, “Mr. Smith is in a meeting right now. Do you care to leave a message?”.
Additionally, according to the present invention, a user may indicate in a particular computer application, such as the aforementioned calendar program, numbers at which she/he might be reached. The automatic call routing system may then take advantage of these numbers and place calls back through the network in order to reach the user at some location other than the office.
Preferably, the interaction provided between the communication system and the computer application is accomplished with a minimum of modification of either system. For example, where a particular computer application is utilized for which its data structure is known, the present invention may be adapted to parse from this data structure the data necessary for interfacing with the communication system without necessitating any changes within the computer application itself. Likewise, the present invention may supply this information to the communication system through an existing interface, such as a preestablished administrator interface, so as to require no modification of this system. Of course, provision of information in the reverse channel may be similarly accomplished so as to require no modification of existing systems.
Therefore, it shall be appreciated that a technical advantage of the present invention is that a useful link, or interface, is provided between communication and information processing systems which are commonly deployed in an office environment so as to more efficiently utilize relevant information there between.
A further technical advantage is presented in that the present invention provides real-time interaction between a computer application and a communication system so as to enable single entry input of information useful in both such systems.
A still further technical advantage is realized through the present invention's ability to provide an interface between discrete and disparate systems without the need for their modification.
The foregoing has outlined rather broadly the features and technical advantages of the present invention in order that the detailed description of the invention that follows may be better understood. Additional features and advantages of the invention will be described hereinafter which form the subject of the claims of the invention. It should be appreciated by those skilled in the art that the conception and specific embodiment disclosed may be readily utilized as a basis for modifying or designing other structures for carrying out the same purposes of the present invention. It should also be realized by those skilled in the art that such equivalent constructions do not depart from the spirit and scope of the invention as set forth in the appended claims.
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patent: 581
Fulbright & Jaworski L.L.P.
InterVoice Limited Partnership
Matar Ahmad
Tieu Benny Q.
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